Archive sync between Front and Gmail/Office365

If you connect your Gmail or Office365 account in Front and utilize both tools alongside one another, you might experience a situation where you archive or delete a conversation within Front, but the same conversation in Gmail or Office365 isn't archived. 

Puzzled? 🤔 You're not the only one.

Front has specific behaviors that are unique to our platform and may not translate over into Gmail or Office365. Here are some of the unique behaviors that will sever the sync between your conversation in Front and that same conversation in Gmail or Office365:

  1. Moving a conversation to an inbox where the initial message was not received from. (i.e. a message was sent to support@frontapp.com and a user moves that message to the sales inbox - that will sever the connection).
  2. Replying to a conversation from a different Gmail or Office365 account, other than where the message originated from. (i.e. a message was sent to support@frontapp.com but you reply with your own email address, andersen@frontapp.com).
  3. Changing the threading mode in Front so that the messages thread according to a Front logic instead of the native Gmail or Office365 logic, in which case the sync must stop in order to respect the new Front threading.

Recommendation

You should not have the same account open in Gmail/Office365 and in Front. Navigating through Gmail/Office365 may trigger actions you do not intend to within Front, such as unarchiving conversations. To have the optimal experience, only utilize Front to handle the email channels you've connected.

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